AI digital worker · Support

Illustrated persona of the AI customer support worker

Caleb

Customer support agent

Answers the routine questions. Hands people the hard ones.

Caleb answers customer questions from your help center, policies and order data, on the channels your customers already use. When a case needs judgment, Caleb passes it to a person with a clear summary, so nobody has to explain twice.

Book a demo What Caleb does

Modes

CopilotAutopilot

Reports to

Your support lead

Works in

ZendeskIntercomWhatsApp Business

Ticket 20931 · Duplicate charge

Illustrative example

Waiting for approvalCopilot

BillingPriority: normalEnglishEmail

09:41

Customer

I was charged twice for order 48213. Can you refund one of the charges?

09:42

Caleb

Sorry about that. I can see two charges for order 48213 and one delivery. I've passed this to our billing team with the details, so you won't need to explain again. They'll reply on this thread.

Handoff note · Internal

Assigned to

Billing team

Asked

Refund of a duplicate charge on order 48213.

Checked

Two card charges for the same amount, one delivery.

Told the customer

Case passed to billing. No refund promised yet.

Why handed off

The refund is above the limit Caleb may approve.

Draft refund reply attached, for an agent to check and send.

Refunds above your limit always wait for a named approver.

Names, companies and figures are fictional.

See Caleb at work

Names and glyphs are personas for software agents. They help your team know who handles what.

The job

The job description

Six tasks Caleb takes on, inside the systems your team already uses.

Answer from approved sources

Uses your help center, policies and past tickets to answer customer questions.

Triage and tag

Sorts new tickets by topic, urgency and language.

Resolve requests

Looks up orders, accounts and subscriptions to resolve requests end to end.

Draft for your agents

Prepares replies on complex or sensitive cases for an agent to review.

Hand off with a summary

Passes the case to a person with the conversation so far, so nobody explains twice.

Suggest help articles

Spots recurring questions and drafts new or updated articles.

Two ways to work

Caleb drafts or finishes. You set the line.

We recommend starting every task in copilot and moving it to autopilot once your team is happy with the results.

Copilot

Caleb prepares. A person approves.

A disputed charge

Waiting for approval

A customer disputes a charge. Caleb pulls the order and billing history.

It drafts a reply that follows your refund policy.

An agent checks the reply and sends it.

Agent can: approve · edit · send back

Autopilot

Caleb finishes the job, inside your guardrails.

Order status and password resets

Done

Caleb answers these questions end to end, day and night.

It replies in the language the customer writes in.

Anything outside your rules goes to a person with a summary.

Refunds and credits above your limit

Always needs a named approver

Copilot(current setting)

Autopilot(not available)

You choose the mode for each task, and can change it anytime.

CopilotAutopilot

A week on the job

A week with Caleb

TueWedFri

Every day

Answers routine questions on chat, email and WhatsApp.

Autopilot

Tuesday

Hands a refund request above your limit to a person, with the order history attached.

Copilot

Wednesday

Notices repeated delivery questions and flags them to the support lead.

Autopilot

Friday

Drafts help-center updates based on the week's tickets, for the team to approve.

Copilot

An illustrative week. The real one depends on your tools, your volume and the rules you set.

Caleb prepares. A person approves.Illustrative example, not a customer result.

Guardrails

What Caleb won't do without you

Caleb follows these rules on every task. Add your own on top, and every action is logged.

How oversight works

Approved sources only

Answers only from approved sources, and says so plainly when it doesn't know.

Refunds wait for a person

Refunds, credits and account changes above your limit always wait for a named approver.

Sensitive cases go to people

Hands angry, legal or safety-related conversations to a human right away.

Tools

Where Caleb works

Caleb works inside these systems, with the access you grant. Your team keeps its tools, and the work shows up where it always has.

Each connection is set up with you during onboarding, and availability varies by system, so we confirm yours before you commit.

Product names are trademarks of their respective owners.

See all integrations

ZendeskIntercomFreshdeskSalesforce Service CloudWhatsApp BusinessConfluenceSlack

FAQ

Before you hire Caleb

Still have a question? Talk to us

You decide how Caleb introduces itself, and we set it up with you during onboarding. We recommend telling customers plainly that they are talking to an AI assistant. Caleb answers only from approved sources, and hands the conversation to a person when a case needs judgment or falls outside your rules.

Caleb says so plainly instead of guessing. It hands the conversation to a person with a summary of what the customer asked and what it already checked. When the same gap keeps coming up, Caleb flags it and drafts a new or updated help article for your team to approve.

Caleb reads and replies in many languages, and answers in the language the customer writes in. It also tags each ticket by language, so you can route conversations and see the mix. Tell us which languages matter to your customers, and we'll confirm the fit before you commit.

Like any other ticket, assigned to the queue or person you choose. Caleb adds an internal note with what the customer asked, what it checked, what it already told them and why it handed off. If a reply is needed, Caleb can leave a draft for the agent to check and send. Nobody has to explain twice.

The team